We are seeking an experienced and result-oriented Assistant Business Manager - Operations to lead and manage a domestic BPO team, including Work From Home (WFH) agents. The ideal candidate should have strong people management skills, operational excellence, and the ability to drive key performance metrics while ensuring a high level of customer satisfaction.
Key Responsibilities
Manage and lead a team of approximately 50 customer service associates, including WFH employees.
Drive operational KPIs including SLA, AHT, CSAT, Productivity, and Quality Metrics.
Monitor team performance and implement action plans for continuous improvement.
Conduct regular coaching, mentoring, and performance feedback sessions.
Handle client and customer escalations effectively and ensure timely resolution.
Ensure adherence to operational processes, policies, and compliance requirements.
Prepare and present performance reports and operational updates.
Collaborate with cross-functional teams to ensure smooth day-to-day operations.
Required Skills
Minimum 3 years of experience in a Team Leader / Operations Management role within a BPO or Customer Service environment.
Strong experience in managing frontline customer service teams.
Excellent people management and coaching skills.
Robust communication skills in English and Hindi.
Proficiency in MS Excel, MS Word, PowerPoint, MS Teams, and Email Communication.
Good analytical and problem-solving abilities.
Awareness of AI tools and technologies will be an added advantage.
Preferred Candidate Profile
Proven track record of achieving operational targets and service levels.
Excellent stakeholder management and team handling skills.
Ability to work in a rapid-paced and performance-driven workplace.
Strong decision-making and leadership capabilities.
Why Join Us?
Opportunity to manage large-scale operations.
Dynamic and growth-oriented work environment.
Career advancement opportunities within a rapidly growing organization.
Pay: ₹40,000.00 - ₹60,000.00 per month
Benefits:
Health insurance
Leave encashment
Paid sick time
Paid time off
Provident Fund
Work Location: In person
📌 Assistant Business Manager Operations Bpo Gurugram
🏢 Worxpertise (Edge Business Solutions
📍 Gurugram
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